VIDEO

Generative AI: Helping patients through patience

Healthcare demo

In this demo, a caller interacts with an AI bot to set up a MRI appointment.

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Episode transcript

[Bot]
How can I help you today?

[Nelson]
Hi, yes, I’m looking to schedule an MRI exam.

[Bot]
Sure. I can help you with that. I’ll just need to collect some information from you. Then I’ll transfer you to a live agent to get your MRI scheduled.

[Nelson]
All right, that sounds good.

[Bot]
Can you tell me your first and last name please?

[Nelson]
Sure, my first name is Nelson, last name Medina.

[Bot]
Great. Can you tell me your address?

[Nelson]
My address is: 9786 Main Street Miami Florida.

[Bot]
Thanks Nelson. Please tell me your date of birth?

[Nelson]
I was born on the 3rd of March of 1986.

[Bot]
Thank you. Please tell me your phone number?

[Nelson]
Uh, the number that I’m calling that’s that’s fine.

[Bot]
Got that and what is the name of your insurance company?

[Nelson]
My insurance is United Healthcare.

[Bot]
Very good. Last question: what is the member ID number?

[Nelson]
Uh, let me see. Uh, 987654322 – no no no no I’m sorry, the last digit is one.

[Bot]
Excellent. Thank you again Nelson. Do you have any questions before I transfer you?

[Nelson]
No, I’m good.

[Bot]
Awesome. I’m transferring you right now.

[Narrator]
The call is transferring. Here on the live agent screen is the notification for the agent to answer the transferred call. Taking a closer look at the desktop, you can see that despite Nelson’s best efforts, flubbing his member number, speaking his birth date as the 3rd of March, the smart agent captured his information and even pulled his phone number from the caller ID. In this example, there are questions related to the exam for the scheduling agent to ask, as well as instructions around when to schedule the exam based on the insurance carrier’s pre-authorization timeline. The content in the agent assist widget can be customized depending on the business rules and other variables. In this example, we’re using a demonstration agent desktop. However, we can deliver this screen pop in WebEx contact center, a standalone web application, and other contact center platforms.

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